Manager Chargeback Recovery
$100,000–$107,500 year
Hybrid · Omaha, Nebraska, United States
Job Summary
Manager, Chargeback Recovery leads end-to-end chargeback representment and recovery operations for Topstep, overseeing queue management, performance coaching of the operations team, and management of the vendor relationship to maintain SLAs, quality, and utilization. Responsible for program performance reporting (win/loss by reason code and processor, pre-dispute deflection, volume trends, capacity gaps), staying current with card network rules, and driving continuous improvement. Serves as primary escalation point for complex chargeback and cross-functional issues, partnering with Program Standards to ensure SOPs, training, and QA reflect live operations, and identifying opportunities to streamline workflows with Product/Engineering for scalable representment and queue management.
Required Qualifications
- 4+ years in payments, fraud, dispute, or chargeback operations with at least 2 years in a people management or team lead role
- deep knowledge of card network dispute rules across major networks including CE 3.0
- experience leading performance evaluations, coaching, and building team accountability
- hands-on experience managing a BPO relationship with vendors to SLAs and quality
- working knowledge of pre-dispute platforms (Ethoca, Verifi, RDR) and data-driven vendor evaluation
- strong analytical skills and proficiency in SQL, Excel, or comparable tools for KPI monitoring
- excellent organizational and communication skills; ability to manage competing priorities and produce leadership-ready reporting
- comfort operating in a build environment where process definition and execution happen simultaneously
- Project management experience is a plus
- SQL or data querying proficiency is a plus
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.